Leadership & People Management
- Lead, inspire, and develop a geographically distributed U.S. based team of Tier 2 technical specialists across multiple product domains.
- Foster a high-performance culture focused on accountability, continuous learning, and measurable outcomes.
- Provide strategic and tactical direction, ensuring alignment with mid-market objectives and customer impact metrics.
- Champion career development, mentoring, performance management, and team enablement.
Technical & Operational Execution
- Serve as a technical authority and escalation point for complex customer and support issues.
- Work hands-on with product, customer success, and data teams to root-cause systemic issues and deploy durable solutions.
- Partner closely with mid-market stakeholders to improve supportability across assisted experiences.
- Drive initiatives that enhance customer resolution rates and reduce friction in the support journey.
Customer-Facing Strategy
- Engage directly with customers, support teams, and partners to gather feedback, understand pain points, and translate insights into action.
- Act as a customer advocate to ensure voice-of-customer is integrated into product and operational roadmaps.
Cross-Functional Communication & Influence
- Build strong relationships across product, customer success, and cross-functional business partners.
- Navigate competing priorities and drive alignment on escalations, tooling improvements, and proactive support strategies.
- Create and deliver executive-level reporting and presentations on team performance, customer impact, and operational metrics.
Data-Driven Decision Making
- Utilize dashboards, analytics, and insights to inform prioritization, identify trends, and report on success metrics.
- Drive initiatives that promote scalability, automation, and repeatability of support processes.